Thrive Causemetics Inc.
Director of Customer Experience
Thrive Causemetics Inc., Los Angeles, California, United States, 90079
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Director of Customer Experience
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Thrive Causemetics Inc. Location:
Based On-site 5 days/week in LA HQ Who We Are: Thrive Causemetics is Bigger Than Beauty: We are an independent, female-owned beauty brand that creates high-performance vegan cosmetics and supports a community of giving. All of Thrive Causemetics' products are free of parabens and sulfates, in addition to being 100 percent cruelty-free. Through its Bigger Than Beauty program, every product purchased results in a donation to help communities thrive. Thrive Causemetics is dedicated to fostering a collaborative and cross-functional workplace where everyone’s voice matters. We are committed to being pioneers in creating a culture of wellness. Together, we prioritize a strong work ethic while maintaining a positive, exciting environment where people are passionate about what they do. Who We Are Looking For: We are looking for a beauty maven, visionary, data-informed leader to guide our Customer Experience team into an exciting new phase of growth. You bring a rare blend of operational excellence and a leadership mindset that balances empathy with efficiency, with a deep passion for beauty. You know how to foster high performance while deeply valuing people. You are a systems thinker and proactive innovator who understands how to introduce the right tools, workflows, and technologies to increase clarity and performance, especially in a customer-centric environment. What You Will Be Doing:
Be a Beauty Maven and Brand Ambassador: Foster a beauty-first service culture. Team Leadership and Development: Provide clear structure, coaching, and support to a growing team. Customer Experience Innovation: Champion the use of modern technologies including AI, automation, and advanced CX platforms. Omnichannel Service Strategy: Architect a consistent, branded service experience that spans ecommerce, in-store retail and wholesale, and social commerce. Customer Education and Product Expertise: Partner closely with CX leads to ensure our beauty advisors are equipped with deep product knowledge and brand fluency. Cross-Functional Collaboration: Serve as a key connector between CX and other teams. Insights and Continuous Improvement: Leverage customer feedback, team insights, and data to identify friction points and unlock opportunities. Vision and Execution: Define a long-term strategy for how CX contributes to our Bigger Than Beauty mission. What Will Make You Stand Out:
10+ years of experience leading CX or customer care functions in a rapidly scaling DTC and/or omnichannel retail environment 5+ years of team management experience, including hybrid or distributed teams. Deep passion for beauty with a pulse on trends, ingredients, and education. Proven ability to translate beauty storytelling and product expertise into memorable, trust-building customer experiences. Committed to cultivating teams that embody brand values and radiate excitement, fluency, and care across all channels. Proven success in evolving CX operations and processes. Passion for embedding CX into the fabric of the business. Experience cultivating a team culture that blends customer support excellence with brand fluency. Expertise in platforms such as Zendesk and complementary tools. Exceptional communication and interpersonal skills. A genuine love for the beauty space and a belief in the power of education, storytelling, and care. Thrive Causemetics is an Equal Opportunity Employer. Applicants must be authorized to work for any employer in the U.S. without current or future sponsorship for an immigration-related work benefit. The base pay range for this role is $150,000 - $175,000, with the following factors determining the base pay at offer: skills, qualifications, and experience.
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Director of Customer Experience
role at
Thrive Causemetics Inc. Location:
Based On-site 5 days/week in LA HQ Who We Are: Thrive Causemetics is Bigger Than Beauty: We are an independent, female-owned beauty brand that creates high-performance vegan cosmetics and supports a community of giving. All of Thrive Causemetics' products are free of parabens and sulfates, in addition to being 100 percent cruelty-free. Through its Bigger Than Beauty program, every product purchased results in a donation to help communities thrive. Thrive Causemetics is dedicated to fostering a collaborative and cross-functional workplace where everyone’s voice matters. We are committed to being pioneers in creating a culture of wellness. Together, we prioritize a strong work ethic while maintaining a positive, exciting environment where people are passionate about what they do. Who We Are Looking For: We are looking for a beauty maven, visionary, data-informed leader to guide our Customer Experience team into an exciting new phase of growth. You bring a rare blend of operational excellence and a leadership mindset that balances empathy with efficiency, with a deep passion for beauty. You know how to foster high performance while deeply valuing people. You are a systems thinker and proactive innovator who understands how to introduce the right tools, workflows, and technologies to increase clarity and performance, especially in a customer-centric environment. What You Will Be Doing:
Be a Beauty Maven and Brand Ambassador: Foster a beauty-first service culture. Team Leadership and Development: Provide clear structure, coaching, and support to a growing team. Customer Experience Innovation: Champion the use of modern technologies including AI, automation, and advanced CX platforms. Omnichannel Service Strategy: Architect a consistent, branded service experience that spans ecommerce, in-store retail and wholesale, and social commerce. Customer Education and Product Expertise: Partner closely with CX leads to ensure our beauty advisors are equipped with deep product knowledge and brand fluency. Cross-Functional Collaboration: Serve as a key connector between CX and other teams. Insights and Continuous Improvement: Leverage customer feedback, team insights, and data to identify friction points and unlock opportunities. Vision and Execution: Define a long-term strategy for how CX contributes to our Bigger Than Beauty mission. What Will Make You Stand Out:
10+ years of experience leading CX or customer care functions in a rapidly scaling DTC and/or omnichannel retail environment 5+ years of team management experience, including hybrid or distributed teams. Deep passion for beauty with a pulse on trends, ingredients, and education. Proven ability to translate beauty storytelling and product expertise into memorable, trust-building customer experiences. Committed to cultivating teams that embody brand values and radiate excitement, fluency, and care across all channels. Proven success in evolving CX operations and processes. Passion for embedding CX into the fabric of the business. Experience cultivating a team culture that blends customer support excellence with brand fluency. Expertise in platforms such as Zendesk and complementary tools. Exceptional communication and interpersonal skills. A genuine love for the beauty space and a belief in the power of education, storytelling, and care. Thrive Causemetics is an Equal Opportunity Employer. Applicants must be authorized to work for any employer in the U.S. without current or future sponsorship for an immigration-related work benefit. The base pay range for this role is $150,000 - $175,000, with the following factors determining the base pay at offer: skills, qualifications, and experience.
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